- RingCentral (RNG, Financial) unveils new Customer Journey Analytics at CCW Las Vegas enhancing the contact center experience by seamlessly connecting UCaaS and CCaaS systems.
- AI Agent Assist, now generally available, has shown significant improvements in call handling efficiency for early adopters, reducing handling times by half.
- New solutions aim to provide businesses of all sizes with enhanced customer engagement and operational efficiency through an integrated AI-driven platform.
RingCentral, Inc. (RNG), a prominent player in AI-powered business communications, has launched its innovative Customer Journey Analytics at the CCW Las Vegas event. This development provides a comprehensive overview of the entire customer service interaction, bridging the gap between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) environments. This initiative addresses the longstanding challenge of fragmented customer experiences caused by disconnected systems.
In tandem with the analytics launch, RingCentral announced the general availability of AI Agent Assist, designed to streamline customer interactions by providing agents with real-time, context-sensitive assistance. Early adopters have reported a reduction in call handling times from 10 minutes to just 5 minutes, significantly enhancing productivity and customer satisfaction rates.
The newly introduced AI Interaction Analytics, currently in beta, offers organizations the ability to conduct sentiment analysis and predict customer satisfaction scores proactively. This capability allows companies to address potential issues before they escalate, thereby enhancing the overall customer journey.
RingCentral’s Customer Journey Analytics is now available to RingCX customers without additional charges, while AI Interaction Analytics and Agent Screen Recording remain in beta testing. These advancements reflect RingCentral’s commitment to redefining customer engagement through advanced AI solutions, ensuring that businesses of all sizes—from small establishments to global enterprises—can benefit from improved customer insight and interaction efficiency.
